Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint involves Pr0-Wildlife Services, an extermination company working out of ******* *******. There was a severe mouse infestation in the wall of my cottage. The odor was unbearable and I contacted the pest control company that I usually use. They said this was not the sort of job they did and recommended a reliable sister company. Unfortunately because of an outdated phone number on a website I was not in contact with the recommended company but with somebody who gave me the impression they were the recommended company. They passed me on to Pro-Wildlife Services. Pro-Wildlife after inspection said they would have to remove the paneling of one wall of my cabin, clean disinfect and replace. They would also plug some entry points underneath the cabin. They insinuated that the job would take a day perhaps even more. The estimate was $2150 which seemed reasonable to me given the description of the job. I also wanted them to reinsulate the wall. This was an added estimate of $2020. I found the price excessive and said so but they insisted. We needed to eradicate this infestation quickly in order to comfortably inhabit the cottage so I agreed to both estimates and signed the contract. It turned out that the job description in the contract was accurate but the time described orally to carry out the job was not. I did not question the fact that the estimate made no mention of number of workers, cost of materials or hours required as I continued to believe I was working with a reliable small business. The paneling was not wooden boards as I had thought but plastic sheets which were easy to remove. Two people worked 4 hours and a bit. The important area of infestation was not opened because they did not have the right tools to do it. They even brought their FISHING RODS to the job. And they smoked. I had paid a down payment of $2500 but refused to pay the $2380 remaining. They are threatening to send me to a collection agency and are billing me for $2440.80.

  Business Response

  Date: 12/08/2024

  Aug 12., 2024
  
  In response to ************************* complaint. 
  
  Lets first get our facts straight.  Pro-Wildlife Services Ltd, is a sister company to Bills Quality Pest Control, whom ****** Pest Control referred ******** to.  Bills Quality Pest Control and Pro-Wildlife Services provide vastly different services but operate out of the same office and share the same office administrator, ***********************. 
  ****************** seems to have omitted the fact that this cottage is located on an island on *********** The only access to the cottage is via boat, this alone increases travel costs on any job.  Before sending ********,her quote there was a discussion regarding the re-insulation as we generally DO NOT offer this service, however it would save ******** substantial time and money,so they did offer her the service.
  ****************** did voice her concern over costing, she also voiced her concern over the urgency to have the work done and completed swiftly, which we accommodated.  She had every opportunity up to the point where she approved and paid her deposit, to decline the quoted work and seek another company.  She did not do so.
  We do not put in hours or crew members on any quotes, you are paying per job whether that takes 1 person 800 hrs or 2 people 4 hours.  Some of our crew do smoke, however they do so away from the residence and while on a break. They did bring their fishing poles and cast a few times while they waited for the chemicals to dry as there is no where for them to go and nothing for them to do in their down time, on the island.  They also cant run into town to retrieve tools they werent anticipating a need for and advised that our tech would return on his own time, in his own boat, and finish the work on the Saturday knowing ********* urgency to finish the work. 
  ****************** contacted the office very agitated barely allowing ***** to get a word in and hung up on her before she was able to respond.  Then the office received several one ring hang **** and a review of the call logs determined it was ********.  She also emailed the office stating she refused to pay any further stating her impeccable credit rating and that small claims court will be to her advantage because shes 88 years old and we are taking advantage of her, neither of which are relevant.  She entered an agreement and failed to fulfill her obligations while preventing us from completing our services.  She was advised that we were more than willing to come and complete the work, however if she still refuses, she has until August 22, 2024 to pay her bill, or contact the office to make payment arrangements otherwise her account will be sent to ***** Collections.  She also called ***** work cellphone at 1:13 am as the call logs show.
  We would like to have the bill settled prior to August ******* or we will be sending it to collections as advised.  We would also recommend this review be removed from your site as it is inaccurate and could negatively impact our business.
  Regards,
  ***********************
  Director, Pro-Wildlife Services
   ************
  
  
  

  Customer Answer

  Date: 16/08/2024

   
  Complaint: 22092887
  
  I am rejecting this response because:
  There is one important fact to rectify: ****** Pest Control did  NOT recommend ****'s Quality Pest Control. They recommended  Pest Control 4 U which is the business I thought I had contacted. The telephone calls were an attempt to understand why when contacting one extermination company I got another one on the line. Finally I deplore the insinuations concerning my mental stability "agitated...frequent telephone calls". Again an effort to take advantage of my age. For the rest I  believe my argument stands the test.
  Sincerely
  *********************************

  Business Response

  Date: 20/08/2024

  We have never claimed to be anything other than ****'s Quality Pest Control and Pro-Wildlife Services.  We have no control over how ******************** came to contact us.  She contacted us for a service, she had to verbally agree to the terms of the inspection fee before we would send a technician out.  She provided water transport to and from the island for the inspection.  She was then provided a detailed quote and all the accompanying photos.  She agreed to the work outlined in the quote and arrangements were made to transport the crew to and from the island for the work. Every correspondence was through our ***************************************** email address and our quote clearly had a large logo on the top left corner.  At any given stage up to the point where Ms. ******** agreed to the work and paid her deposit she could have advised that she wished to work with another company.  

  The hang up phone calls to the office and the technician began after Ms. ******** refused us to complete the work, as the logs will indicate.  

  At this point we feel this is harassment and defamation of our company.  Furthermore we would appreciate payment in full prior to August 22, 2024.  Otherwise it will be sent to ***** Commercial Collections.  *************** wishes to proceed with small claims we would be happy to meet with her solicitor.

  Customer Answer

  Date: 22/08/2024

   
  Complaint: 22092887
  
  I am rejecting this response because: The arguments remain specious. 

  I do not want to continue the argument with this company. Of course I knew I was dealing with Pro-Wildlife but I believed them to have been recommended by Pest Control 4 U. I was never informed that I was actually speaking to ****'s Quality Pest Control. In fact I discovered who I was  speaking to through this process with BBB. The fact remains that the price was exorbitant as any expertise can easily establish. I would request them to stop threatening me and content themselves with the very large amount of money they already received. 

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  Sincerely,
  
  *********************************